Help Desk Technician - Remote ($9.62 - $25.00 / Hour)

Talentify helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.

Summary

The Help Desk Technician are the end user’s first point of contact with the help desk, performing the following:

• Special projects may be assigned and an opportunity to work, based on ability to meet and exceed performance benchmarks
• Monitor customer requests arriving via email for customers seeking help, by completing a ticket in the ticketing system and processing the request
• Verify with the customer that the issue has been resolved and update the ticketing system
• High School Diploma
• Must be a U.S. citizen.
• 0-2 years of related work experience Additional Requirements as per contract/client:
• Ask questions to determine work assignment queue
• Answer internal and external telephone calls for end user issues or requests, complete tickets in the ticketing system and process the requests
• Walk customer through problem-solving process for known issues
• Provide helpdesk support and resolve problems to the end user’s satisfaction
• Track, route, and redirect problems to correct resources
• Follow up on access requests and provide updates to requestor
• Ensure ADVS Security has approved request and escalate to appropriate functional group for execution
• Monitor queues for new access requests or account medication requests
• Recommended procedure modifications or actively contribute to ongoing process improvements
• Must reside in the U.S.
• Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance. Final suitability determination is the sole discretion of the Department of Education.
• Must not be delinquent or in default on any federal student loans.
• Receives and prioritizes issues and forwards using appropriate escalation procedures
• Must be able to pass a criminal background check.
• Assist Help Desk Management with executing reports to monitor and track tickets, reporting, analysis, or testing tasks
• Close and archive access requestMinimum Education and Experience
• Serve as the single point of contact to the customer’s end users for related issues, problems, and requests
• Monitor Help Desk for tickets assigned to the queue and process first-in first-out based on priority

Job Summary

Essential Duties and Responsibilities:- Responsible for responding to telephone calls, email and personnel requests for technical support.- Identify, research and resolve technical problems.- Document, track and monitor problems to ensure timely resolution.- Assist in tracking help desk calls pertaining to application, networking, and systems problems and issues.- Promote a high level of customer satisfaction through proper telephone techniques, and respond with the appropriate amount of urgency to user problems.- Correct application issues, solve network and security problems and identify common PC software and hardware problems.- Provide support for Windows XP and Windows 7 by evaluating and troubleshooting issues including running in-depth diagnostics.- Assign user-name, password and access right permissions for multiple proprietary applications, as well as client software.- Perform other duties as assigned by management.Minimum Requirements:- High School diploma or equivalent with 0-2 years of experience.- May have additional training or education in area of specialization.- Works on assignments that are routine in nature, with responsibilities easily learned on the job.- Acquires job skills and learns applicable policies and procedures to complete routine tasks.- Able to read, understand & perform assignments within prescribed guidelines.- Communicates routine information in a clear and accurate way with internal & external contacts.

Hiring Company Introduction

Since 1975, Hiring Company has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Hiring Company delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Hiring Company is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.Hiring Company.com.

EEO Statement

EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Hiring Company deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path